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NORTHERN MICHIGAN REGIONAL ENTITY

DRAFT SNAPSHOT SATISFACTION SURVEY FEBRUARY 5TH – FEBRUARY 16TH, 2018

Purpose and Procedure Page 2

Instrumentation Page 3

Obstacles Page 3

Return Rates Page 4

Comprehensive Summary Page 6

Adult Case Management Page 11

Medical Services Page 14

Outpatient Therapy Page 17

Psychosocial Rehabilitation/Clubhouse Page 20

Youth Case Management Page 23

Assertive Community Treatment Page 26

Survey Evaluation Page 29

Strengths and Limitations Page 29

Next Steps Page 29

NMRE Snapshot Satisfaction Pre-planning Tool Attachment A

NMRE Snapshot Survey Procedures Attachment B

Adult Case Management Satisfaction Survey Attachment C

Medical Services Satisfaction Survey Attachment D

Outpatient Therapy Satisfaction Survey Attachment E

Psychosocial Rehabilitation/Clubhouse Satisfaction Survey Attachment F

Youth Case Management Satisfaction Survey Attachment G

Assertive Community Treatment (ACT) Satisfaction Survey Attachment H

NMRE Satisfaction Survey Tally Sheet Attachment I

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Purpose and Procedure

This is a report of consumer satisfaction for the Northern Michigan Regional Entity (NMRE), the Prepaid Inpatient Health Plan for the following 21 counties in northern Lower Michigan: Alcona, Alpena, Antrim, Benzie, Charlevoix, Cheboygan, Crawford, Emmet, Grand Traverse, Iosco, Kalkaska, Leelanau, Manistee, Missaukee, Montmorency, Ogemaw, Oscoda, Otsego, Presque Isle, Roscommon, and Wexford. The survey was conducted under the direction of the NMRE Quality Oversight Committee (QOC) which determined the timeframe, approved the survey tool and procedures, and set the rate of survey frequency at one time per year. The QOC of the NMRE includes quality improvement staff who share a collective focus on conducting quality and performance oversight of the service delivery systems. This is accomplished, in part, by collecting data on important processes or outcomes related to care, services, and delivery system functions and sharing the information with the Community Mental Health Services Programs (CMHSPs) quality improvement leaders. The data collection and information sharing are intended to both identify priorities and to analyze data over time in order to identify performance trends. The consumer satisfaction survey procedures established that six community mental health services programs would be evaluated by consumers over the same two-week timeframe across the NMRE region. The timeframe for the survey findings contained in the report was February 5, 2018 through February 16, 2018. The snapshot survey process was intended to aggregate consumer satisfaction among the five Member CMHSPs under contract with the NMRE: AuSable Valley Community Mental Health (AVCMH), Manistee-Benzie Community Mental Health d.b.a. Centra Wellness Network (CWN), North Country Community Mental Health (NCCMH), Northeast Michigan Community Mental Health (NEM), and Northern Lakes Community Mental Health (NLCMH). For the purposes of this report, a “consumer” is defined as an individual served by the CMHSP for the treatment of mental illness who meets the criteria of having received an initial assessment, and at least two ongoing face -to-face services. Prior to the start of the survey timeframe, pre-planning worksheets were sent to the CMHSPs for completion. (The pre-planning form is attached to this report as Attachment A.) Upon receipt of the pre-planning forms, color coded survey forms were produced for each program surveyed: Adult Case Management, Assertive Community Treatment, Medical Services, Outpatient Therapy Services, Psychosocial Rehabilitation (Clubhouse), and Youth Case Management. Once each program had been assigned a color for the surveys, the survey forms were coded at the bottom to indicate to which CMHSP, location, and clinician (if applicable) it corresponds. A packet was then generated for each program or clinician (if applicable) and forwarded to the QOC representative for each Member CMHSP. Each packet consisted of the requested number of survey forms (per the pre -planning worksheet), the survey procedures, a tally sheet, and return address labels. Pursuant to the survey procedures (Attachment B), staff from each of the six programs surveyed at each participating CMHSP was instructed to offer each consumer seen during the established snapshot timeframe, the opportunity to complete a satisfaction survey. Staff was instructed to emphasize that, while appreciated, participating in the snapshot survey was optional and would not impact the quality of care he or she receives. Consumers who agreed were given the survey form and an envelope in which to put the completed survey to maintain the anonymity of the respondent. Staff then asked the consumer whether he or she wished to complete the survey on site and place it in the collection box or mail the survey back to the NMRE. It the consumer indicated the latter, he or she was given a stamp and a label to return to the NMRE Customer Services. Staff was encouraged to stress that the envelope

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was used to maintain the confidentiality of his or her answers and would not be unsealed until the results were scored at the NMRE. Staff was encouraged to thank the consumers for participating in the survey and that the results would be used to measure and improve service quality. Completed surveys, in their sealed envelopes, were either routed to the NMRE via interoff ice or United States mail. For consumers who received services from more than one program surveyed (e.g. Adult Case Management and Medical Services), he or she was offered a survey for each program and instructed that responses should relate only to that program. The CMHSP staff was charged with maintaining accurate tally sheets to indicate to whom the survey was offered and whether each consumer: a) was given the survey, b) declined to participate, or c) had no face-to-face contact within the snapshot time frame. Staff was instructed to return tally sheets to the NMRE Customer Services at the close of the snapshot timeframe in order for return rates to be calculated.

Instrumentation The survey tool approved by the QOC and used during the snapshot survey process consisted of eleven quantitative questions scored on a four-point Likert scale. The six programs surveyed used the same first eleven quantitative statements with the addition of program-specific questions added to each corresponding survey tool. The survey tools used are included as Attachments C-I of this report. Consumers were also prompted to offer constructive comments or suggestions with regard to the services they had received. The survey tool listed the three qualitative questions: 1) “What did you like about CMH and think should be continued? 2) What did you not like, and think should be stopped? and, 3) Ideas to help the CMH improve. Responses were transcribed at the NMRE as stated and are provided as a companion to this report.

Obstacles

This was the fourth snapshot cycle conducted by the NMRE in which all five-member CMHSPs participated. The obstacles came after the survey process was underway. One CMH mailed surveys to clients that did not come into appointments during the two-week snapshot period, which is not part of the procedure. A second obstacle was identified during the data entry process. Tally sheets were not received from providers for two programs at one of the five CMHSPs. Without the tally sheets, reliable return rate cannot be calculated as that information provides the denominator, or number of surveys distributed. In these instances, NMRE removed the few surveys from the numerator and did not count them in the survey results in the return rate but did count the surveys in satisfaction measurement. The greatest obstacle, however, occurred during the time of Pre-Planning and the number of surveys requested from the NMRE. As illustrated in Figure 1, 6,032 surveys were requested and prepared by the NMRE Customer Services Specialist as indicated under “Purpose and Procedure.” Of those, only 1,878, or 31.13%, were actually distributed to services recipients. The NMRE will request that Boards use this report and the CMH-specific data supplied to them regarding the number of surveys requested, distributed, and returned for each program and clinician (if applicable) to provide more accurate Pre-Planning information for the FY19 Snapshot Survey. This survey report was prepared and presented to QOC on June 5, 2018. On July 3, 2018, the NMRE was notified by Northern Lakes CMH staff that an envelope containing 44 surveys and eight tally sheets had been discovered. Though NMRE staff considered not including those surveys in the results,

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the decision was made to honor the consumers who took the time to complete the surveys by adding their input into this report. The information was entered, and the data recalculated to provide this information.

Figure 1: FY18 Snapshot Survey Number of Surveys Requested vs. Number Distributed

Requested6,032

Distributed1,878

Extra4,154

NMRE FY19 Snapshot Satisfaction Survey - Number of Surveys Distributed vs. Number Requested per PrePlanning Forms

Return Rates

An overall return rate for the NMRE was calculated at 72.34%, a significant increase compared to FY17 rate of 60.62%. The return rate is increasing to be more consistent with historical return rates (76.82% in FY16). This calculation includes all clinicians across all five participating CMHSPs who provided services during the snapshot timeframe. The overall return rates per CMHSP were as follows: AuSable Valley CMH at 73.64% (FY17 74.74%), Centra Wellness Network at 61.97% (FY17 47.96 %), North Country CMH at 90.44% (FY17 79.10%), Northeast Michigan CMH at 51.36% (FY17 40.32%), and Northern Lakes CMH at 78.85% (FY17 56.18%). The return rate per CMHSP will be broken down by program under each program title within this report. Figure 1 illustrates the 2018 return rates for each program surveyed per CMHSP and trendlines for NMRE averages for 2017 and 2018. Figure 1 illustrates how each CMSP compared to the NMRE average for 2017 and 2018.

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Table 1: Return Rates for All Programs Surveyed sorted by CMHSP and Program

OUTPATIENT

ADULT

CSM

YOUTH

CSM MEDICAL CLUBHOUSE ACT TOTAL

AVCMH 63.89% 100.00% 80.82% 73.38% 90.00% 73.64%

CWN 56.30% 70.18% 50.00% 69.70% 86.96% 61.97%

NCCMH 95.83% 78.43% 46.67% 87.80% 97.06% 81.48% 90.44%

NEMCMH 35.53% 52.87% 61.22% 47.06% 72.73% 31.82% 51.36%

NLCMH 71.17% 78.26% 100.00% 79.35 100.00% 59.09% 78.85%

NMRE 69.51% 74.92% 68.53% 71.93% 93.50% 68.38% 72.34%

NMRE FY17 71.95% 45.97% 65.48% 68.42% 81.90% 36.36% 64.00%

Figure 2: FY18 Snapshot Survey Return Rates by CMHSP and Program

73.64%

61.97%

90.44%

51.36%

78.85%

72.34%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

AVCMH CWN NCCMH NEMCMH NLCMH NMRE

NMRE FY18 Snapshot Satisfaction Survey - Return Rates by Program ("n" = 1364)

OUTPATIENT ADULT CSM YOUTH CSM MEDICAL CLUBHOUSE

ACT TOTAL FY17 FY16

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Table 2 - AVG RATING RANGE by PROGRAM (Q1-Q11 only) HIGH QUESTION LOW QUESTION

ADULT CSM 3.78 staff treats me with dignity and respect 3.43 making progress toward goals

MEDICAL 3.74 staff treats me with dignity and respect 3.29 making progress toward goals

OUTPATIENT 3.86 staff treats me with dignity and respect 3.41 making progress toward goals

CLUBHOUSE 3.66 staff treats me with dignity and respect 3.37 receiving information about recovery

YOUTH SERVICES 3.85 staff treats me with dignity and respect 3.57 making progress toward goals

ACT 3.74 staff treats me with dignity and respect 3.35 deal better with problems

NMRE 3.77 staff treats me with dignity and respect 3.42 making progress toward goals

Comprehensive Summary The results suggest that individuals served by all of the six programs surveyed are satisfied with those services. For the NMRE, averages by program, based on a four-point scale, ranged from a low of 3.29 for Medical Services to a high of 3.85 for Youth Case Management and Outpatient Therapy. The range for FY17 was 3.48 to 3.7 with the low being Psychosocial Rehabilitation/Clubhouse and the high was with Youth Case Management. Table 2 shows the average rating range for each program and indicates which question scored on the high and low end of the scale. The question “Staff treats me with dignity and respect” scored the highest for every CMHSP. The ratings for the two questions: 1) “I am making progress toward goals” and 2) “Deal better with daily problems” were scored on the low end and should be considered as opportunities for improvement by each CMHSP. These results were consistent with the NMRE summary, as all programs at all participating CMHSPs scored above the 3.0 target set by the QOC. The percentage of favorable responses given by consumers ranged from 92.15% for Medical to 96.65% for Adult Case Management. Last year the favorable percentage was very similar and ranged from 90.48% to 97.34% for Clubhouse and Youth Case Management accordingly. A “favorable response” was defined as a score of “4” (Strongly Agree) or “3” (Agree) to the questions asked on the survey form. Figure 3 illustrates the average percent of favorable responses by program per CMHSP. It should be noted that AuSable Valley CMH and Centra Wellness Network do not offer Psychosocial Rehabilitation/Clubhouse programs; therefore, results are included only for the three CMHSPs indicated.

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Figure 3: Percentage of Favorable Responses by CMHSP and Program

95.88% 96.65% 95.67%

92.15% 93.73% 92.17%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

OUTPATIENT ADULT CSM YOUTH CMH MEDICAL CLUBHOUSE ACT

NMRE FY18 Snapshot Satisfaction Survey - Overall Percent Favorable ("n" = 1364)


The total number of survey respondents for FY18 was 1364 compared to FY17 of 1150 which is a 15.68% increase. As illustrated in Figure 4, the Outpatient program represented the highest percentage at 35% and ACT reflected the lowest at 8%.

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Figure 4: Program Responses as Percentage of Total

OUTPATIENT474 (35%)

ADULT CSM237 (17%)

YOUTH CSM135 (10%)

MEDICAL310 (23%)

CLUBHOUSE115 (8%)

ACT93 (7%)

NMRE FY18 Snapshot Satisfaction Survey - Number and Percentage of Responses by Program ("n" = 1364)

Data has been aggregated for the NMRE and results summarized in Figures 5 through 7. The survey item that received the highest response percent was “Staff treats me with dignity and respect” at an NMRE average rating of 3.77 with the percentage of favorable responses calculated at 94.3%. Results indicated that the statements “I am making progress toward my treatment goals,” and “I deal better with daily problems because of the services” each received the lowest average at 3.42 and 3.43 with the percentage of favorable responses calculated at 85.51% and 85.74% respectively. Program specific data follows beginning on page 11 of this report.

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Figure 5: Percentage of Favorable Responses across Programs per CMHSP

94.30%

88.25%

85.51%

88.29%89.92%

88.45%92.03%

85.74%

90.55%89.60%

90.94%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

staff treats me with dignity and respect

had enough input into

treatment plan

making progress

toward goals

know what to do if concern or complaint

feel comfortable

asking questions

getting information to

help with recovery

staff supports recovery

deal better with daily problems

recommend services to

others

if greater choices still

come to cmh

appointments at times that

work best (excludes PSR)


NMRE FY18 Snapshot Satisfaction Survey - Percent Favorable by Question by CMH ("n" = 1364)

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Figure 6: Average Responses across Programs per CMHSP

3.77

3.53

3.42

3.533.60

3.543.68

3.43

3.62 3.583.64

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0



treatment plan

making progress

toward goals


feel comfortable

asking questions


help with recovery




others


come to cmh


work best (excludes PSR)

NMRE FY18 Snapshot Satisfaction Survey - Average Scores by Question ("n" = 1364)


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Figure 7: Percentage of Favorable Responses by Program

95.20%

89.69% 85.57%89.62% 91.70% 89.69%

92.38%

86.19%

90.82% 89.98%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

staff treats me with dignity and

respect


treatment plan

making progress toward goals

know what to do if concern or

complaint

feel comfortable

asking

questions


help with

recovery




others


come to cmh

OUTPATIENT ADULT CSM YOUTH CSM MEDICAL CLUBHOUSE ACT AVERAGE

NMRE FY18 Snapshot Satisfaction Survey - Percent Favorable by Question by Program ("n" = 1364)

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Results

Adult Case Management

Adult Case Management services are offered at every CMHSP in the NMRE region. A total of 307 surveys were distributed to recipients of Adult Case Management services during the two-week snapshot timeframe, 230 of which were returned to the NMRE for inclusion in this report. This represents a regional return rate of 74.92%, an increase compared to 45.97% in FY17. Completed surveys for three providers from Northern Lakes* CMH were returned, but a tally sheet was not. The returned surveys were not counted in the numerator when calculating the return rate as it was unable to be determined how many surveys had been distributed. Table 3 displays the number of surveys distributed and returned per CMHSP with calculated return rates. The AuSable Valley program had the highest return rate for FY18 and FY17 (94.29%).

Table 3: Return Rates for Adult Case Management Program

AVCMH RETURNED DISTRIBUTED RETURN RATE

TOTAL 48 48 100%

CWN RETURNED DISTRIBUTED RETURN RATE

TOTAL 40 57 70.18%

NCCMH RETURNED DISTRIBUTED RETURN RATE

TOTAL 40 51 78.43%

NEMCMH RETURNED DISTRIBUTED RETURN RATE

TOTAL 46 87 52.87%

NLCMH* RETURNED DISTRIBUTED RETURN RATE

TOTAL 54 69 78.26%

TOTAL NMRE 230 307 74.92%

Adult Case Management services scored an overall high level of satisfaction with regional item means ranging from 3.43 to 3.78. The range of favorable responses fell between a low of 85.64% for “I am making progress toward my treatment goals,” and a high of 94.41% for “Staff treats me with dignity and respect.” Figure 8 and Table 4a detail the average scores per question for Adult Case Management services throughout the NMRE region and Table 4b shows the NMRE percentage of favorable responses. A trend line (dotted gray) for FY17 has been included. All averages are above the 3.0 target prescribed by the QOC.

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Figure 8: Average Responses per Question for Adult Case Management Program sorted by CMHSP

3.783.56 3.43 3.60

3.68 3.623.70

3.523.62 3.60 3.69 3.71 3.62 3.76

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

staff treats me with

dignity and respect

had enough input into treatment

plan

making progress

toward goals


feel comfortable

asking questions

getting information to help with

recovery




others


come to cmh

appointments at tmes that

work best

worker sees strengths, needs, and

abilities

get support in emergency or

crisis

if problems surface,

worker will help

NMRE FY18 Snapshot Satisfaction Survey - Adult Case Management ("n" = 237)

AVCMH CWN NCCMH NEMCMH NLCMH NMRE NMRE FY17

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Table 4a: Average Responses per Question for Adult Case Management Program sorted by CMHSP

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh

inpu

t in

to

trea

tmen

t pl

an

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if c

once

rn o

r co

mpl

aint

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to

help

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h

daily

pro

blem

s

reco

mm

end

serv

ices

to

othe

rs

if g

reat

er c

hoic

es

still

com

e to

CMH

appo

intm

ents

at

tim

es th

at w

ork

best

wor

ker

sees

stre

ngth

s, n

eeds

, an

d ab

iliti

es

get

supp

ort

in

emer

genc

y or

cr

isis

if p

robl

ems

surf

ace,

wor

ker

will

hel

p

AVCMH 3.75 3.60 3.40 3.69 3.71 3.64 3.69 3.44 3.56 3.55 3.69 3.65 3.60 3.74

CWN 3.85 3.58 3.50 3.55 3.65 3.73 3.75 3.69 3.62 3.77 3.74 3.75 3.72 3.85

NCCMH 3.73 3.46 3.44 3.54 3.63 3.59 3.68 3.56 3.66 3.61 3.68 3.71 3.66 3.68

NEMCMH 3.71 3.51 3.45 3.57 3.67 3.47 3.61 3.46 3.65 3.47 3.65 3.65 3.50 3.69

NLCMH 3.83 3.63 3.37 3.64 3.69 3.69 3.76 3.47 3.64 3.63 3.71 3.76 3.65 3.81 NMRE 3.78 3.56 3.43 3.60 3.68 3.62 3.70 3.52 3.62 3.60 3.69 3.71 3.62 3.76

Table 4b: Average Percentage of Favorable Responses for Adult Case Management Program

staf

f tr

eats

me

wit

h di

gnit

y an

d

resp

ect

had

enou

gh

inpu

t in

to

trea

tmen

t pl

an

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if c

once

rn o

r co

mpl

aint

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to

help

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to

othe

rs

if g

reat

er c

hoic

es

still

com

e to

CMH

appo

intm

ents

at

tim

es th

at w

ork

best

wor

ker

sees

st

reng

ths,

nee

ds,

and

abili

ties

get

supp

ort

in

emer

genc

y or

cr

isis

if p

robl

ems

surf

ace,

wor

ker

will

hel

p

NMRE 94.34% 88.98% 85.64% 90.08% 91.88% 90.53% 92.51% 87.88% 90.60% 90.00% 92.31% 92.63% 90.57% 93.91%

FY17 94.13% 89.62% 85.90% 87.98% 90.83% 88.82% 91.27% 87.26% 89.29% 89.15% 90.02% 89.62% 88.88% 91.35%

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Medical Services

Medical Services are offered at every CMHSP in the NMRE region utilizing the professional services of medical doctors, physician assistants, nurse practitioners, and registered nurses (including telemed/telepsychiatry). A total of 431 surveys were distributed to recipients of Medical services during the two-week snapshot timeframe, 310 of which were returned to the NMRE for inclusion in this report. This represents a regional return rate of 71.93%, compared to FY17 of 68.42%. North Country and Northern Lakes CMH had the highest return rates in comparison to the other CMHSPs. Table 5 displays the number of surveys distributed and returned per CMHSP with calculated return rates.

Table 5: Return Rates for Medical Services Program

AVCMH* RETURNED DISTRIBUTED RETURN RATE

TOTAL 102 139 73.38%


TOTAL 23 33 69.70%


TOTAL 72 82 87.80%

NEMCMH* RETURNED DISTRIBUTED RETURN RATE

TOTAL 40 85 47.06%


TOTAL 73 92 79.35%

TOTAL NMRE 310 431 71.93%

Medical Services scored an overall high level of satisfaction with regional item means ranging from 3.29

to 3.74. The range of favorable responses fell between 82.17% for “I am making progress toward my

treatment goals” and 93.61% for “Staff treats me with dignity and respect.” Figure 8 and Table 6a detail the average scores per question for Medical Services throughout the NMRE region and Table 6b shows the NMRE percentage of favorable responses. A trend line (dotted gray) for FY17 has been included. All averages are above the 3.0 target prescribed by the QOC.

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Figure 9: Average Responses per Question for Medical Services Program sorted by CMHSP

3.74

3.48

3.29

3.443.56

3.483.61

3.33

3.513.44

3.553.44

3.523.44

3.53

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0


dignity and respect


plan

making progress

toward goals


feel comfortable

asking questions


recovery




others

if other choices still

come to cmh


work best

enough information

about medication

dr or nurse respects my choices and

opinions

receive feedback on lab results

dr or nurse takes time to

answer questions

NMRE FY18 Snapshot Satisfaction Survey - Medical Services ("n" = 310)


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Table 6a: Average Responses per Question for Medical Services Program by CMHSP

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eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

int

o tr

eatm

ent

plan

mak

ing

prog

ress

tow

ard

goal

s

know

wha

t to

do

if

conc

ern

or c

ompl

ain

t

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to

help

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily

prob

lem

s

reco

mm

end

serv

ices

to o

ther

s

if g

reat

er c

hoic

es s

till

com

e to

CM

H

appo

intm

ents

at

tim

es

that

wor

k be

st

enou

gh i

nfor

mat

ion

abou

t m

edic

atio

n

Dr

or n

urse

res

pect

s m

y ch

oice

s an

d op

inio

ns

rece

ive

feed

back

on

lab

resu

lts

Dr

or n

urse

tak

es t

ime

to a

nsw

er q

uest

ions

AVCMH 3.72 3.47 3.26 3.46 3.55 3.51 3.58 3.35 3.49 3.31 3.56 3.42 3.45 3.39 3.45

CWN 3.91 3.55 3.26 3.61 3.78 3.61 3.70 3.52 3.82 3.91 3.83 3.70 3.70 3.70 3.78

NCCMH 3.78 3.46 3.41 3.40 3.52 3.47 3.61 3.44 3.46 3.35 3.44 3.44 3.49 3.52 3.58

NEMCMH 3.70 3.56 3.23 3.55 3.55 3.38 3.60 3.20 3.58 3.58 3.58 3.53 3.60 3.39 3.56

NLCMH 3.72 3.46 3.25 3.33 3.55 3.44 3.60 3.22 3.46 3.51 3.52 3.35 3.55 3.38 3.49

NMRE 3.74 3.48 3.29 3.44 3.56 3.48 3.61 3.33 3.51 3.44 3.55 3.44 3.52 3.44 3.53

Table 6b: Average Percentage of Favorable Responses for Medical Services Program

sta

ff t

rea

ts m

e w

ith

dig

nit

y a

nd

resp

ect

ha

d e

no

ug

h i

np

ut

into

tre

atm

ent

pla

n

ma

kin

g p

rog

ress

tow

ard

go

als

kno

w w

ha

t to

do

if c

on

cern

or

com

pla

int

feel

co

mfo

rta

ble

ask

ing

qu

esti

on

s

get

tin

g

info

rma

tio

n t

o

hel

p w

ith

reco

very

sta

ff s

up

po

rts

reco

very

dea

l b

ette

r w

ith

da

ily p

rob

lem

s

reco

mm

end

serv

ices

to

oth

ers

if o

ther

ch

oic

es

still

co

me

to c

mh

ap

po

intm

ents

at

tim

es t

ha

t w

ork

bes

t

eno

ug

h

info

rma

tio

n

ab

ou

t m

edic

ati

on

dr

or

nu

rse

resp

ects

my

cho

ices

an

d

op

inio

ns

rece

ive

feed

ba

ck

on

lab

res

ult

s

Dr

or

nu

rse

take

s ti

me

to a

nsw

er

qu

esti

on

s

NMRE 93.61% 87.09% 82.17% 86.00% 89.00% 86.92% 90.13% 83.36% 87.75% 86.10% 88.63% 86.11% 87.99% 86.12% 88.23%

FY17 95.67% 89.75% 84.96% 90.00% 90.69% 88.73% 92.17% 85.43% 91.12% 88.72% 91.37% 86.58% 91.26% 88.02% 91.70%

of 43

Outpatient Therapy Services

Outpatient Therapy Services are offered at every CMHSP in the NMRE region. A total of 679 surveys were distributed to recipients of Outpatient Therapy Services during the two-week snapshot timeframe, 472 of which were returned to the NMRE for inclusion in this report. This represents the largest program surveyed and had a regional return rate of 69.51%, compared to 71.95% for FY17. Completed surveys for one providers from Northern Lakes* CMH were returned, but a tally sheet was not. The returned surveys were not counted in the numerator when calculating the return rate as it was unable to be determined how many surveys had been distributed. Table 7 displays the number of surveys distributed and returned per CMHSP with calculated return rates. North Country had the highest return rate of 95.83%.

Table 7: Return Rates for Outpatient Therapy Services Program


TOTAL 115 180 63.89%


TOTAL 67 119 56.3%


TOTAL 184 192 95.83%


TOTAL 27 76 35.53%


TOTAL 79 111 71.17%

TOTAL NMRE 472 679 69.51%

Outpatient Therapy Services scored an overall high level of satisfaction with regional item means ranging from 3.41to 3.86. Figure 9 and Table 8a detail the average scores per question for Outpatient Therapy services throughout the NMRE region. Table 8b illustrates the range of favorable responses

which fell between 85.29% for “I am making progress toward my treatment goals ,” and 96.50% for “Staff treats me with dignity and respect.” A trend line (dotted gray) for FY17 has been included. All averages are above the 3.0 target prescribed by the QOC.

of 43

Figure 10: Average Responses per Question for Outpatient Therapy Program sorted by CMHSP

3.86

3.61

3.41

3.61 3.68 3.64 3.75

3.43

3.68 3.663.67

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0



treatment plan

making progress

toward goals


feel comfortable

asking questions


help with recovery




others


come to cmh


work best

NMRE FY18 Snapshot Satisfaction Survey - Outpatient Services ("n" = 474)


of 43

Table 8a: Average Responses per Question for Outpatient Therapy Services Program sorted by CMHSP

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t pl

an

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if

conc

ern

or c

ompl

aint

feel

com

fort

able

as

king

que

stio

ns

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h d

aily

pr

oble

ms

reco

mm

end

serv

ices

to

oth

ers

if g

reat

er c

hoic

es s

till

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

AVCMH 3.90 3.63 3.47 3.65 3.77 3.73 3.79 3.45 3.69 3.68 3.74

CWN 3.81 3.60 3.38 3.58 3.66 3.66 3.77 3.44 3.70 3.70 3.67

NCCMH 3.82 3.64 3.43 3.59 3.62 3.59 3.71 3.43 3.71 3.64 3.59

NEMCMH 3.96 3.62 3.33 3.74 3.78 3.63 3.74 3.33 3.63 3.67 3.70

NLCMH 3.90 3.52 3.35 3.59 3.66 3.59 3.75 3.46 3.63 3.65 3.73

NMRE 3.86 3.61 3.41 3.61 3.68 3.64 3.75 3.43 3.68 3.66 3.67

Table 8b: Average Percentage of Favorable Responses for Outpatient Therapy Services Program

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t pl

an

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if

conc

ern

or c

ompl

aint

feel

com

fort

able

as

king

que

stio

ns

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily

prob

lem

s

reco

mm

end

serv

ices

to

oth

ers

if g

reat

er c

hoic

es s

till

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

NMRE 96.50% 90.26% 85.29% 90.35% 91.91% 90.88% 93.67% 85.83% 92.09% 91.47% 91.68% FY17 96.16% 89.86% 86.52% 90.18% 91.54% 90.81% 93.85% 86.50% 91.84% 91.15% 91.62%

of 43

Psychosocial Rehabilitation/Clubhouse

Psychosocial Rehabilitation/Clubhouse services are offered by five Clubhouse programs throughout the region. It should be noted that North Country CMH and Northern Lakes each offer two programs while AuSable Valley CMH and Centra Wellness Network do not offer Psychosocial Rehabilitation/Clubhouse services to consumers. This may become a topic for further discussion if the State continues to push for a consistent service array across the region. A total of 115 surveys, down from last year’s total of 163, were distributed to recipients of Psychosocial Rehabilitation/Clubhouse services during the two-week snapshot timeframe, 95 of which were returned to the NMRE for inclusion in this report. This represents a regional return rate of 81.90%. Table 9 displays the number of surveys distributed and returned per CMHSP with calculated return rates. Northern Lakes CMH has the highest return rate at 100%.

Table 9: Return Rates for Psychosocial Rehabilitation/Clubhouse Program


TOTAL 66 68 97.06%


TOTAL 16 22 72.73%


TOTAL 33 33 100.00%

TOTAL NMRE 115 123 93.50%

Psychosocial Rehabilitation/Clubhouse services scored an overall high level of satisfaction with regional item means ranging from 3.37 to 3.66 (Figure 10 and Table 10a ). A dotted gray trendline has been included on Figure 10 to notate the ratings for FY 2017. The range of favorable responses fell between a

low of 84.13% for “I am getting the information I need to help me with my recovery” and a high of

91.45% for “Staff treats me with dignity and respect” and 91.52% for “The Clubhouse program offers a safe and friendly environment.” Table 10b details the average percentage of favorable responses per question for Psychosocial Rehabilitation/Clubhouse services throughout the NMRE region. All averages are above the 3.0 target prescribed by the QOC.

of 43

Figure 11: Average Responses per Question for Psychosocial Rehabilitation/Clubhouse Program sorted by CMHSP

3.66

3.39 3.43 3.473.41

3.37

3.63

3.43

3.63 3.58 3.60

3.44

3.59 3.66

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0


dignity and respect


plan

making progress

toward goals

know what to do if

concern or complaint

feel comfortable

asking questions


recovery




others

if greater choices, still come to cmh

offered meaningful tasks and activities

able to give input into

policies and procedures

able to build on skills

safe and friendly

environment

NMRE FY18 Snapshot Satisfaction Survey - Clubhouse Services ("n" = 115)

NCCMH NEMCMH NLCMH NMRE NMRE FY17

of 43

Table 10a: Average Responses per Question for Psychosocial Rehabilitation/Clubhouse Program sorted by CMHSP

Table 10b: Average Percentage of Favorable Responses for Psychosocial Rehabilitation/Clubhouse Program

staf

f tr

eats

me

wit

h

dign

ity

and

resp

ect

had

enou

gh i

nput

into

tre

atm

ent

plan

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if

conc

ern

or

com

plai

nt

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to o

ther

s

if >

cho

ices

, sti

ll

com

e to

CM

H

offe

red

mea

ning

ful

task

s an

d ac

tivi

ties

able

to

give

inpu

t in

to p

olic

ies

and

proc

edur

es

able

to

build

on

skill

s

safe

and

fri

endl

y

envi

ronm

ent

NMRE 91.45% 84.77% 85.65% 86.74% 85.31% 84.13% 90.79% 85.87% 90.71% 89.60% 90.00% 86.09% 89.69% 91.52%

FY17 91.05% 84.57% 85.42% 85.37% 84.47% 85.11% 86.46% 83.68% 87.89% 87.63% 89.89% 86.29% 88.02% 91.15%

staf

f tr

eats

me

wit

h

dign

ity

and

resp

ect

had

enou

gh i

nput

into

tre

atm

ent

plan

mak

ing

prog

ress

tow

ard

goal

s

know

wha

t to

do

if

conc

ern

or

com

plai

nt

feel

com

fort

able

as

king

que

stio

ns

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to o

ther

s

if >

cho

ices

, sti

ll

com

e to

CM

H

offe

red

mea

ning

ful

task

s an

d ac

tivi

ties

able

to

give

inpu

t in

to p

olic

ies

and

proc

edur

es

able

to

build

on

skill

s

safe

and

fri

endl

y en

viro

nmen

t

NCCMH 3.66 3.39 3.42 3.42 3.40 3.38 3.67 3.47 3.70 3.59 3.62 3.52 3.63 3.73

NEMCMH 3.69 3.50 3.38 3.50 3.44 3.19 3.67 3.38 3.56 3.50 3.50 3.25 3.44 3.63

NLCMH 3.64 3.34 3.45 3.55 3.42 3.42 3.55 3.39 3.52 3.61 3.61 3.39 3.58 3.55

NMRE 3.66 3.39 3.43 3.47 3.41 3.37 3.63 3.43 3.63 3.58 3.60 3.44 3.59 3.66

of 43

Youth Case Management Services Youth Case Management Services are offered at every CMHSP in the NMRE region to consumers under the age of 18 years. A total of 197 surveys were distributed to recipients of Youth Case Management Services during the two-week snapshot timeframe, 135 of which were returned to the NMRE for inclusion in this report. This represents a regional return rate of 68.53%, an increase from 65.48% for FY17. Table 10 displays the number of surveys distributed and returned per CMHSP with calculated return rates. North Country CMH had the highest return rate for this program with a 91.67%.

Table 11: Return Rate for Youth Case Management Program


TOTAL 59 73 80.82%


TOTAL 2 4 50%


TOTAL 7 15 46.67%


TOTAL 60 98 61.22%

NLCMH RETURNED DISTRIBUTED RETURN RATE

TOTAL 7 7 100%

TOTAL NMRE 135 197 68.53%

Youth Case Management Services scored an overall high level of satisfaction with regional item means ranging from 3.57 to 3.85 as documented in Table 12a. The range of average favorable responses for Questions 1

through 10, fell between 87.69%% for “I deal better with daily problems because of the services.” and 96.30% for “staff treats me with dignity and respect.” (Table 11b). Figure 11 details the average scores per question for Youth Case Management Services throughout the NMRE region. All averages are above the 3.0 target prescribed by the QOC.

of 43

Figure 12: Average Response per Question for Youth Case Management Program sorted by CMHSP

3.85

3.703.57

3.68 3.763.62

3.733.51

3.71 3.693.77 3.76

3.81

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0


dignity and respect


plan

making progress

toward goals


feel comfortable

asking questions


recovery




others


come to cmh


work best

worker understands my strengths and abilities

worker will help if I have

a problem

NMRE FY18 Snapshot Satisfaction Survey - Youth Case Management ("n" = 135)


of 43

Table 12a: Average Responses per Question for Youth Case Management Program by CMHSP

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t

plan

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if

conc

ern

or

com

plai

nt

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to

help

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to o

ther

s

if g

reat

er c

hoic

es

still

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

wor

ker

sees

st

reng

ths,

nee

ds,

and

abili

ties

if p

robl

ems

surf

ace,

wor

ker

will

hel

p

AVCMH 3.92 3.80 3.66 3.81 3.81 3.70 3.75 3.61 3.81 3.83 3.83 3.83 3.86

CWN 3.00 2.50 2.50 3.50 3.00 3.00 2.50 2.00 2.50 2.50 2.50 2.50 2.50

NCCMH 3.29 3.14 3.29 3.33 3.57 3.14 3.43 3.00 3.17 2.80 3.14 3.29 3.33

NEMCMH 3.88 3.68 3.55 3.59 3.78 3.62 3.81 3.53 3.73 3.69 3.79 3.78 3.83

NLCMH 3.86 3.86 3.57 3.71 3.57 3.50 3.40 3.29 3.57 3.57 4.00 3.86 4.00

NMRE 3.85 3.70 3.57 3.68 3.76 3.62 3.73 3.51 3.71 3.69 3.77 3.76 3.81

Table 11b: Average Percentage of Favorable Responses for Youth Case Management Program

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t

plan

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if c

once

rn o

r co

mpl

aint

feel

com

fort

able

aski

ng q

uest

ions

gett

ing

info

rmat

ion

to

help

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to o

ther

s

if g

reat

er c

hoic

es

still

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

wor

ker

sees

st

reng

ths,

nee

ds,

and

abili

ties

if p

robl

ems

surf

ace,

wor

ker

will

hel

p

NMRE 96.30% 92.42% 89.18% 92.05% 94.03% 90.43% 93.22% 87.69% 92.86% 92.37% 94.17% 94.07% 95.34%

FY17 97.05% 91.98% 88.76% 90.14% 93.81% 93.29% 93.35% 89.22% 92.66% 90.60% 93.64% 93.86% 94.77%

of 43

Assertive Community Treatment (ACT) ACT services are offered at every CMHSP in the NMRE region. A total of 136 surveys were distributed to recipients of Assertive Community Treatment services during the two-week snapshot timeframe, 93 of which were returned to the NMRE for inclusion in this report. This represents a regional return rate of 68.38%. This is a 32.02% increase over FY17 return rate of 36.36%. Table 13 displays the number of surveys distributed and returned per CMHSP with calculated return rates. AuSable CMH had the highest return rate for this program with a 90.00%.

Table 13: Return Rate for Assertive Community Treatment Program


TOTAL 18 20 90.00%


TOTAL 20 23 86.96%


TOTAL 22 27 81.48%


TOTAL 7 22 31.82%


TOTAL 26 44 59.09%

TOTAL NMRE 93 136 68.38%

ACT services scored an overall high level of satisfaction with regional item means ranging from 3. 35 to

3.74. The range of favorable responses fell between 83.79% for “I deal better with daily problems because of the services” and 93.55% for “Staff treats me with dignity and respect.” Figure 10 and Table 11 detail the average scores per question for Adult Case Management services throughout the NMRE region. All averages are above the 3.0 target prescribed by the QOC.

Figure 13: Average Response per Question for Assertive Community Treatment Program sorted by CMHSP

3.74

3.44 3.403.38

3.493.51 3.67

3.35

3.573.52 3.52 3.55

3.53

3.60

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0



treatment plan

making progress

toward goals


feel comfortable

asking questions


help with recovery




others


come to cmh


work best

staff willing to see meas often as I needed

get support I need in an

emergency or crisis

if problem, I feel ACT team will help me

NMRE FY18 Snapshot Satisfaction Survey - ACT Team Services ("n" = 93)


Table 14a: Average Responses per Question for Assertive Community Treatment Program by CMHSP

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t pl

an

mak

ing

prog

ress

tow

ard

goal

s

know

wha

t to

do

if

conc

ern

or c

ompl

aint

feel

com

fort

able

as

king

que

stio

ns

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h da

ily p

robl

ems

reco

mm

end

serv

ices

to

oth

ers

if g

reat

er c

hoic

es

still

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

staf

f w

illin

g to

see

m

e a

s of

ten

as I

ne

eded

get

supp

ort

I nee

d in

an e

mer

genc

y or

cr

isis

if p

robl

em,

I fee

l ACT

te

am w

ill h

elp

me

AVCMH 3.61 3.39 3.28 3.44 3.44 3.33 3.56 3.33 3.47 3.47 3.44 3.44 3.28 3.50 CWN 3.45 3.30 3.50 3.00 3.35 3.55 3.37 3.06 3.47 3.21 3.25 3.40 3.35 3.25 NCCMH 3.91 3.67 3.57 3.36 3.59 3.55 3.82 3.41 3.68 3.68 3.77 3.68 3.68 3.77 NEMCMH 3.86 3.00 2.86 3.57 3.14 3.29 3.71 3.14 3.14 3.43 3.29 3.29 3.29 3.57 NLCMH 3.88 3.50 3.44 3.58 3.65 3.64 3.85 3.58 3.73 3.68 3.62 3.69 3.77 3.81 NMRE 3.74 3.44 3.40 3.38 3.49 3.51 3.67 3.35 3.57 3.52 3.52 3.55 3.53 3.60

Table 14b: Average Percentage of Favorable Responses for Assertive Community Treatment Program

staf

f tr

eats

me

wit

h di

gnit

y an

d re

spec

t

had

enou

gh i

nput

in

to t

reat

men

t pl

an

mak

ing

prog

ress

to

war

d go

als

know

wha

t to

do

if

conc

ern

or c

ompl

aint

feel

com

fort

able

as

king

que

stio

ns

gett

ing

info

rmat

ion

to h

elp

wit

h re

cove

ry

staf

f su

ppor

ts

reco

very

deal

bet

ter

wit

h

daily

pro

blem

s

reco

mm

end

serv

ices

to

oth

ers

if g

reat

er c

hoic

es

still

com

e to

CM

H

appo

intm

ents

at

tim

es th

at w

ork

best

staf

f w

illin

g to

see

m

e as

oft

en a

s I

need

ed

get

supp

ort

I nee

d in

an e

mer

genc

y or

cr

isis

if p

robl

em,

I fee

l ACT

te

am w

ill h

elp

me

NMRE 93.55% 85.99% 85.11% 84.51% 87.37% 87.77% 91.85% 83.79% 89.29% 88.06% 87.90% 88.71% 88.33% 90.05%

FY17 93.68% 88.51% 89.94% 87.21% 89.58% 88.79% 93.39% 89.12% 91.57% 91.57% 88.66% 89.94% 98.49% 93.60%

Survey Evaluation

Strengths and Limitations The preceding pages summarized the results of the fiscal year 2018 snapshot survey and included a description of the instrument used, procedures employed, and the level of satisfaction for the six programs surveyed. There are important strength and limitations to the methods followed that must be considered. As any attempt to measure satisfaction across a complex service array is met with strengths and limitations, it is important they be acknowledged and considered throughout the interpretation of the results. During the fiscal year 2018 survey process, limitations were identified with regard to the survey implementation procedures. As stated under the “Obstacles” heading, the process encountered some difficulties which were conveyed to the Member Boards and corrected or referred to their internal QI processes. Undoubtedly, identified limitations to the survey process must include the fact that the results of the survey are limited to those consumers who were actively engaged in services during the snapshot timeframe and may be more likely to respond favorably than individuals who have exited services. Individuals who either withdrew from services voluntarily, or whose cases were closed by the CMHSP, are potentially more likely to express dissatisfaction; therefore, losing the input of this population may skew the results to the positive. Historically, individuals with disabilities or who receive public services are influenced by their desire for the services to continue and tend to respond favorably to questionnaires. This may resu lt in inflated levels of satisfaction; however, levels should be consistent throughout the six programs surveyed. Next Steps As a result of what was learned during the fiscal year 2018 snapshot survey process, some steps will need to be taken to ensure the integrity of the fiscal year 2019 survey results. The NMRE Managing Director of Quality and Customer Services will work with CMHSP Quality Leaders to resolve the main concern raised in this report, namely the importance that all tally sheets be returned in order to have a legitimate number to use in calculating the return rates. It is expected that additional questions will be brought to the NMRE prior to the onset of the 2019 snapshot satisfaction survey timeframe in order to preempt any future misunderstanding of the process. No Plans of Correction were needed from the Member CMHSPs as no question received an aggregate score of less than the 3.0 benchmark. The NMRE does request, however, that any questions which received a score falling below that number when analyzing the data per location or clinician, be addressed by the internal processes of the quality improvement programs. This survey report will be reviewed by the QOC for comment and input. Once approved, the CMHSP Quality Leaders will be directed to share the report with their internal Quality Improvement Committees. A comprehensive review of the report should be conducted and reported in meeting minutes noting the resulting actions implemented to improve performance. The QOC will monitor the data for observable trends and/or potential problematic areas and convey its findings along with recommendations, if applicable, to the NMRE Operations Committee. The NMRE Managing Director of Quality and Customer Services will present the report with the regional consumer advisory committee, the Regional Entity Partners, for discussion. This report may also be shared with the NMRE Board of Directors and community stakeholders throughout the region.

Attachment A

[NAME OF PROGRAM]


QUALITY OVERSIGHT COMMITTEE

SATISFACTION SNAPSHOP PLANNING PROTOCOL

Achieving the highest return rates possible requires adequate planning and coordination. The

committee will use this tool to document critical Board-specific programmatic descriptors to

efficiently coordinate affiliation snapshot surveys.

Service and Provider Level Information

1. Survey Timeframe: [date filled in by NMRE]

2. Board Name:

3. Number of Consumers Receiving these Services:

4. Who is the Program Supervisor at Your Agency?

5. In the spaces below, enter the names of all service providers, AVATAR ID numbers (or other

identifier), and the number of surveys needed for each provider:

LOCATION NAME ID # # OF SURVEYS

POPULATION

Attachment B


SNAPSHOT SURVEY PROCEDURES

November 9, 2015 – November 20, 2015

The clinician or secretary will offer a survey to every consumer who has a face -to-face contact within the two-week time period indicated above IF the consumer has had at least an Intake, Plan of Service appointment, and one on-going service. Consumers may receive only one survey per program, but may receive a survey for each program they are involved in (e.g., outpatient + medical + clubhouse). When the consumer arrives for his/her appointment or when a contact is made with the CMH worker in the community: 1. Ask the consumer if they would please complete a short survey regarding the services received through

Community Mental Health. Please stress that the information is confidential and used to assist CMH in improving the quality of services it provides. However, do not pressure the consumer; his/her right to refuse must be respected.

2. If the consumer is unwilling to complete the survey, please write his/her name on the tally sheet to indicate that it was offered, and place a check mark in the “declined/refused” column.

3. If the consumer is willing to complete the survey, hand it to him/her to complete. If he/she needs

assistance reading the questions or filling in the responses, please offer to assist. The consumer may take the survey with him/her and mail it back, or may complete it on the spot and return to the designated location. Each site location will have a receptacle in which to keep the completed surveys.

4. The consumer will be provided an envelope in which to return the survey to ensure confidentiality is

maintained. If he/she chooses to mail the survey, a return address label will be put on the envelope and postage will be provided. Return address labels have been provided in the survey packets and postage will be paid by the individual CMH Boards.

5. The consumer’s name will be added to the tally sheet under the “survey distributed” column. This ensures

proper calculation of the return rate.

6. Thank the consumer for participating in the survey process and mention to him/her that he/she may receive additional surveys for other programs noting that the right to refuse any or all is always an option.

7. At the end of the survey process, please return all the completed surveys and all tally sheets to the

Northern Michigan Regional Entity (NMRE) Executive Assistant: [NMRE EXECUTIVE ASSISTANT] NORTHERN MICHIGAN REGIONAL ENTITY 1420 PLAZA DRIVE PETOSKEY, MI 49770

Attachment C

Adult Case Management Services Consumer Satisfaction Survey

All responses are confidential.

In order to improve services we need to know what you think. Your opinions, whether you agree or disagree, are important to us. Please fill out the circle under the category that best describes how you feel about the services received in the past 12 months. Please complete and return this survey in the

enclosed envelope. If you are a guardian or a parent completing this survey, please answer on behalf of the consumer.

Strongly

Agree Agree Disagree

Strongly

Disagree

Not

Applicable

CMH staff treats me with dignity and respect. ④ ③ ② ① ⃝I had enough input into the development of my

person centered plan/treatment plan. ④ ③ ② ① ⃝I am making progress toward my treatment goals. ④ ③ ② ① ⃝I know what to do if I have a concern or complaint about my treatment. ④ ③ ② ① ⃝I feel comfortable asking questions about my services, treatment, or medication(s). ④ ③ ② ① ⃝I am getting the information I need to help me

with my recovery. ④ ③ ② ① ⃝

I think staff supports my recovery. ④ ③ ② ① ⃝I deal better with daily problems because of the

services. ④ ③ ② ① ⃝I would recommend these services to a friend or relative. ④ ③ ② ① ⃝If I had other choices, I would still get services from this agency. ④ ③ ② ① ⃝Appointments/contacts are scheduled at times that work best for me. ④ ③ ② ① ⃝My worker understands my strengths, needs, and abilities. ④ ③ ② ① ⃝I get the support I need in an emergency or crisis. ④ ③ ② ① ⃝If I have a problem or need, I feel that my

worker will help me. ④ ③ ② ① ⃝

Please provide additional comments on the reverse side.

Please provide any comments you would like to make about the quality of CMH services below.

What did you like about CMH and think should be continued:

What did you not like and think should be stopped:

Ideas to help the CMH improve:

Thank you for your important feedback. The information you provide will be used to improve the quality of services provided by CMH.

Attachment D

BOARD/LOCATION/CLINICIAN ID#

Medical Services Consumer Satisfaction Survey


In order to improve services we need to know what you think. Your opinions, whether you agree or

disagree, are important to us. Please fill out the circle under the category that best describes how you

feel about the services received in the past 12 months. Please complete and return this survey in the enclosed envelope. If you are a guardian or a parent completing this survey, please answer on behalf

of the consumer.

Strongly


Strongly

Disagree

Not

Applicable


person centered plan/treatment plan. ④ ③ ② ① ⃝

I am making progress toward my treatment goals. ④ ③ ② ① ⃝I know what to do if I have a concern or complaint

about my treatment. ④ ③ ② ① ⃝I feel comfortable asking questions about my services, treatment, or medication(s). ④ ③ ② ① ⃝I am getting the information I need to help me with my recovery. ④ ③ ② ① ⃝

I think staff supports my recovery. ④ ③ ② ① ⃝I deal better with daily problems because of the

services. ④ ③ ② ① ⃝I would recommend these services to a friend or relative. ④ ③ ② ① ⃝If I had other choices, I would still get services from this agency. ④ ③ ② ① ⃝Appointments are scheduled at times that work best for me. ④ ③ ② ① ⃝I feel that I have received enough information about

the benefits and side effects of my medication(s). ④ ③ ② ① ⃝I feel the doctor or nurse respects my choices and

opinions. ④ ③ ② ① ⃝I received notice or feedback on the results of my lab work at my medical appointment. ④ ③ ② ① ⃝I feel the doctor or nurse takes the time to answer my questions. ④ ③ ② ① ⃝


Attachment E


Outpatient Therapy Services Consumer Satisfaction Survey





of the consumer.

Strongly


Strongly

Disagree

Not

Applicable


person centered plan/treatment plan. ④ ③ ② ① ⃝I am making progress toward my treatment

goals. ④ ③ ② ① ⃝I know what to do if I have a concern or complaint about my treatment. ④ ③ ② ① ⃝I feel comfortable asking questions about my services, treatment, or medication(s). ④ ③ ② ① ⃝I am getting the information I need to help me


I think staff supports my recovery. ④ ③ ② ① ⃝I deal better with daily problems because of the services. ④ ③ ② ① ⃝I would recommend these services to a friend or relative. ④ ③ ② ① ⃝If I had other choices, I would still get services from this agency. ④ ③ ② ① ⃝Appointments/contacts are scheduled at times

that work best for me. ④ ③ ② ① ⃝


Attachment F


Psychosocial Rehabilitation Services (Clubhouse) Consumer Satisfaction Survey





of the consumer.

Strongly


Strongly

Disagree

Not

Applicable





I think staff supports my recovery. ④ ③ ② ① ⃝I deal better with daily problems because of the services. ④ ③ ② ① ⃝I would recommend these services to a friend or relative. ④ ③ ② ① ⃝If I had other choices, I would still get services from this agency. ④ ③ ② ① ⃝I am offered meaningful tasks and activities at

the Clubhouse. ④ ③ ② ① ⃝I am able to give input into Clubhouse

procedures & policies. ④ ③ ② ① ⃝I feel that I am able to build on skills that I desire, including employment, independence,

and socialization. ④ ③ ② ① ⃝

The Clubhouse program offers a safe and

friendly environment. ④ ③ ② ① ⃝


Attachment G

Youth Case Management Services Consumer Satisfaction Survey





of the consumer.

Strongly


Strongly

Disagree

Not

Applicable





I think staff supports my recovery. ④ ③ ② ① ⃝I deal better with daily problems because of the services. ④ ③ ② ① ⃝I would recommend these services to a friend or relative. ④ ③ ② ① ⃝If I had other choices, I would still get services from this agency. ④ ③ ② ① ⃝Appointments/contacts are scheduled at times

that work best for me. ④ ③ ② ① ⃝My worker understands my strengths, needs,

and abilities. ④ ③ ② ① ⃝If I have a problem or need, I feel that my worker will help me. ④ ③ ② ① ⃝


Attachment H

NORTHERN MICHIGAN REGIOAL ENTITY SNAPSHOT SATISFACTION SURVEY TALLY SHEET

(PROGRAM) SERVICES

CMHSP: LOCATION:

PROVIDER PROVIDER ID#:

CONSUMER NAME SURVEY

DISTRIBUTED DECLINED OR

REFUSED NO FACE-TO-

FACE CONTACT

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